• General information
  • Orders
  • Delivery
  • My account & details
  • Payment
  • Returns & refunds
  • Brand communication
  • Didn't find the answer to your question?

    How do I place an order?

    Choose your item, size and quantity then click on « Add to cart ».

    When you put items into your cart, you’ll see a little shopping bag icon on the top right of your screen. You can see the contents of your cart by clicking on the icon at the top right.

    To access the details of your cart, click on “view cart”.

    Once in your cart, you can enter any promotional code you may have in “promotion code”.

    After accepting the sales terms & conditions, click on “proceed to checkout”.

    If you are not already connected to your account, you are invited to enter your account at this step. If you do not have an account, please create one.

    Thus, choose your country and delivery options. It is also at this step that you can select the gift option.

    Finally, you have to enter your payment details: once your payment validated, your order is confirmed.

    Your account will only be debited when your order is being dispatched by the carrier.

    How can I be sure that my order has been received?

    To place an order, you must follow the online shopping process and click "Authorise payment" to submit your order. Afterward, you will receive an email from us to confirm the receipt of your order (the "Order Confirmation"); however, this does not indicate acceptance of your order. Your order serves as your offer to purchase one or more items from us. All orders are subject to our acceptance, and we will confirm this acceptance by sending you an email stating that the item(s) are being dispatched (the "Shipping Confirmation"). The contract (the "Contract") for the purchase of an item is formed only when we send you the Shipping Confirmation. The Contract will be applicable only to those items whose dispatch has been confirmed in the Shipping Confirmation. We are not obligated to supply any other items that may have been part of your order until their dispatch has been confirmed in a separate Shipping Confirmation.



    How soon will my order be processed?

    Agnès b. commits to preparing and dispatching the order within an average timeframe of one (1) to five (5) working days following the day after the order is confirmed by the Buyer.

    For deliveries within the United Kingdom, the delivery time shall be two (2) to five (5) working days for shipments via DHL.

    The recipient can track his/her parcel on the Site in the "Client Area" or on the DHL website by entering the parcel number, which will have been provided via email upon order confirmation.

    The Products ordered by the Buyer will only be delivered within the United Kingdom, to the address indicated on the order form by the Buyer.

    Can I cancel my order?

    To modify or cancel an order, please contact UK agnès b. Customer Service ([email protected]) within 2 hours of placing your order. After the 2-hour window, we cannot guarantee your request will be granted.

    What countries does agnès b. deliver to?

    If your delivery address is outside the united kingdom, please head to www.agnesb.eu

    The E.U. website can deliver to the following countries: Austria, Belgium, Bulgaria, Cyprus, Denmark, Estonia, France, Finland, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Norway, Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia, Sweden, Switzerland, and the United Kingdom.

    What are my delivery options and costs?

    All postal/ DHL returns will be charged a flat rate fee of £6.00, deductible from the refund, unless the reason for return is an identified manufacturers fault.

    Agnès b. commits to preparing and dispatching the order within an average timeframe of one (1) to five (5) working days following the day after the order is confirmed by the Buyer.

    For deliveries within the United Kingdom, the delivery time shall be two (2) to five (5) working days for shipments via DHL.

    The recipient can track his/her parcel on the Site in the "Client Area" or on the DHL website by entering the parcel number, which will have been provided via email upon order confirmation.

    The Products ordered by the Buyer will only be delivered within the United Kingdom, to the address indicated on the order form by the Buyer.

    How can I change or add a delivery address?

    Once the order has been shipped, agnès b. cannot change the delivery method. If you wish to change your delivery address, please contact agnès b.'s UK customer service ([email protected]) within two hours of placing your order. After this time, we cannot guarantee that your request will be accepted. You can reach agnès b. UK Customer Service on +44 20 3318 83 37 Monday to Friday from 9am to 6pm, Saturday 9:00am to 4:00pm (GMT)

    How can I track my order?

    When your order is ready, it will be sent to the delivery address you have provided.

    When your order is dispatched, you will receive an email confirming that your order has been sent. The email will include a link to the courier's site so you can track your order's progress. You can access your current or past orders anytime by signing in to your account ("my account") at the top right of the screen. Once you've signed in to your account, click on "my order." This is how you can check on your order status.

    If you can't find the info you're looking for, please contact Customer Service.

    To contact agnès b. Customer Service by e-mail: [email protected]

    How can I create my account on the agnès b. site?

    On the agnès b. home page, click on "my account". You will then be asked to enter personal information, including your email address, billing and delivery details. Be sure to check all information before saving.

    How do I sign in to my account?

    To sign in to your account, click "my account" at the top right of your screen, select "log in," and enter your email and password.

    Forgot your password? Click on "Forgot Password?" under the password field in the sign-in window. A new window will open to help you request a new password once you have entered your email address. You will then receive an email allowing you to set up a new password.

    How do I subscribe to the newsletter?

    You can subscribe to the newsletter to receive updates and special offers directly to your mailbox. To subscribe, click on "Yes, I would like to receive updates from agnès b." and fill in the required fields.

    How do I unsubscribe from the newsletter?

    You can access your subscriptions by logging into your account using the "my account" button at the top right of your screen.

    Once logged in, you can click on "MY SUBSCRIPTIONS" and uncheck the box "I would like to receive news from agnès b.".

    How do I exercise my right to access personal details?

    In accordance with law n78-17 of January 6, 1978 regarding data protection and freedom of information, personal data collected on this site must be declared to the Commission on Information Technology and Liberties or CNIL (Commission Nationale de l’Informatique et des Libertés). Internet users have the right to access, modify, amend and remove any personal data collected on this website. To exercise this right, please contact our Customer Service.

    What are the means and conditions of payment?

    All payments are processed in GBP. Agnès b. reserves the right to refuse any and all orders or deliveries in the event of (a) surpassing the order thresholds indicated herein, (b) ongoing dispute with the Buyer, (c) Buyer's total or partial non-payment of a previous order, (d) credit or bank card company's refusal to authorize payment, (e) non-payment or partial payment. In all these cases, Agnès b. cannot be held liable in any manner.

    Payment can be made by Visa, Mastercard, American Express, PayPal, and Apple Pay (only for iPhone or iPad APP).

    To minimise the possibility of unauthorised access, your credit card details will be encrypted. By clicking "Authorise payment" you are confirming that the credit card is yours or that you are the legitimate holder of the gift card or the credit note. Credit cards are subject to validation checks and authorisation by your card issuer, but if your card issuer fails to authorise payment to us, we will not be liable for any delay or non-delivery and may not be able to form a contract with you.

    Is the payment method secure?

    Your security is our top priority. All transactions are encrypted to protect your data. We consult authorisation servers to verify payment data, which enables us to combat abuse and fraud effectively. SSL encryption technology guarantees the security of the data you enter during the banking transaction. We take additional measures to protect our customers against credit and debit card fraud.

    What is agnes b. return policy?

    If you are not completely satisfied with your purchase, you have 15 days upon

    receipt to return your order.

    HOW DOES THIS WORK?

    Return by mail

    1. Log-in to your account: In ‘my orders ’ , please select the order you wish to return

    and click on ‘return’.

    2. Select the item(s) and the reason for the return.

    3. Print the return form and place it inside the package along with the items you wish

    to return and attach the returns label to the package.

    Arrange the collection with DHL

    There are 2 options:

    1. DHL picks up the package at your address.

    You can contact DHL customer service to confirm the time slot or schedule

    another collection on 08442480844

    2. Drop off your package at a DHL service point.

    Find your nearest service point here: https://locator.dhl.com/

    All postal/ DHL returns will be charged a flat rate fee of £6.00, deductible from the refund, unless the reason for return is an identified manufacturers fault.

    Please note:

    The items you wish to return must be in the same condition in which you received

    them, unworn and in their original packaging, including all swing tags.

    It is not possible to exchange an item: if you require another size, colour or style

    please follow the refund procedure and place a new order .

    Returns are only possible from the country where the items were

    purchased/delivered

    You can track the return in your account, in the “my returns” section.

    To check the delivery status of your return, please use the tracking number provided

    by DHL.

    Once your item has been received and processed in our warehouse, please allow up

    to 10 working days for your refund to be issued.

    Why was my return refused?

    Agnes b reserves the right to refuse returns of any merchandise that does not meet the above return requirements in Agnes b’s sole discretion.

    For any questions or more information go to our Help & Support section at www.agnesb.com/en-uk. This policy is in addition to and does not affect consumers’ rights under any applicable law.

    My item is damaged, what should I do?

    You have 14 days to return faulty items. Once we have confirmed the fault, we will send you a replacement item. Your order will be refunded if the item is no longer in stock. For more information on returning an item, please read on: How do I return an item?

    The item I received is different from the one I ordered. What should I do?

    If your order is incorrect, please contact agnès b. UK Customer Service by phone at +44 20 3318 83 37 from Monday to Friday, 9:00am to 6:00pm and Saturday 9:00am to 4:00pm (GMT), or email [email protected]. We will accommodate return shipping. If the item you ordered is no longer available, your order will be refunded.

    Are delivery costs refunded if I have to return an item?

    We will refund all payments received from you, including the costs of delivery to the original delivery address (although we will not refund any supplementary delivery costs if you chose an enhanced type of delivery rather than our least expensive type of standard delivery), without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment that you used to pay for your order and this will not cause you any extra fees.

    Help! I don't know my size.

    You will find a "size guide" on each product page to help you determine your agnès b. size according to your measurements or international sizes. Once you have determined your size, you can place your order.

    What about care instructions?

    You will find care instructions on each product page under the "care instructions" tab below the product image. If no specific care instructions are provided, this means that the item does not require any special care.

    How do I contact agnès b. customer service?

    To contact agnès b. Customer Service by email: [email protected] 

    How can I find a store?

    To find our stores in the UK and abroad, you can click on "our store" on the top right of your screen.

    How can I keep up with agnès b. news?

    To keep up to date with the world of agnès b., there are several options available to you:

    - Newsletter: receive the latest news and promotions directly by e-mail.

    - Social networks: Facebook: https://www.facebook.com/agnesb.officiel, Pinterest: http://www.pinterest.com/agnesb/, Twitter: https://twitter.com/agnesbofficiel, Instagram: http://instagram.com/agnesb_officiel

    I’d love to work at agnès b., where do I start?

    If you're interested in applying for a job at agnès b., check out agnès b.'s updates on our LinkedIn page here: https://www.linkedin.com/company/agnes-b.

    I’m an independent contractor: how do I contact someone at agnès b.?

    To contact us, we suggest you send an e-mail using the contact form provided and select the reason for contact. 

    Where can I find agnès b. beauty products?

    L'Oréal has closed Le Club des Créateurs de Beauté, which manufactured and distributed agnès b beauty products, which have not been available for sale since the end of June 2014. But "it's only goodbye"! 

    How do I place an order?

    Choose your item, size and quantity then click on « Add to cart ».

    When you put items into your cart, you’ll see a little shopping bag icon on the top right of your screen. You can see the contents of your cart by clicking on the icon at the top right.

    To access the details of your cart, click on “view cart”.

    Once in your cart, you can enter any promotional code you may have in “promotion code”.

    After accepting the sales terms & conditions, click on “proceed to checkout”.

    If you are not already connected to your account, you are invited to enter your account at this step. If you do not have an account, please create one.

    Thus, choose your country and delivery options. It is also at this step that you can select the gift option.

    Finally, you have to enter your payment details: once your payment validated, your order is confirmed.

    Your account will only be debited when your order is being dispatched by the carrier.

    How can I be sure that my order has been received?

    To place an order, you must follow the online shopping process and click "Authorise payment" to submit your order. Afterward, you will receive an email from us to confirm the receipt of your order (the "Order Confirmation"); however, this does not indicate acceptance of your order. Your order serves as your offer to purchase one or more items from us. All orders are subject to our acceptance, and we will confirm this acceptance by sending you an email stating that the item(s) are being dispatched (the "Shipping Confirmation"). The contract (the "Contract") for the purchase of an item is formed only when we send you the Shipping Confirmation. The Contract will be applicable only to those items whose dispatch has been confirmed in the Shipping Confirmation. We are not obligated to supply any other items that may have been part of your order until their dispatch has been confirmed in a separate Shipping Confirmation.



    How soon will my order be processed?

    Agnès b. commits to preparing and dispatching the order within an average timeframe of one (1) to five (5) working days following the day after the order is confirmed by the Buyer.

    For deliveries within the United Kingdom, the delivery time shall be two (2) to five (5) working days for shipments via DHL.

    The recipient can track his/her parcel on the Site in the "Client Area" or on the DHL website by entering the parcel number, which will have been provided via email upon order confirmation.

    The Products ordered by the Buyer will only be delivered within the United Kingdom, to the address indicated on the order form by the Buyer.

    Can I cancel my order?

    To modify or cancel an order, please contact UK agnès b. Customer Service ([email protected]) within 2 hours of placing your order. After the 2-hour window, we cannot guarantee your request will be granted.

    What countries does agnès b. deliver to?

    If your delivery address is outside the united kingdom, please head to www.agnesb.eu

    The E.U. website can deliver to the following countries: Austria, Belgium, Bulgaria, Cyprus, Denmark, Estonia, France, Finland, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Norway, Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia, Sweden, Switzerland, and the United Kingdom.

    What are my delivery options and costs?

    All postal/ DHL returns will be charged a flat rate fee of £6.00, deductible from the refund, unless the reason for return is an identified manufacturers fault.

    Agnès b. commits to preparing and dispatching the order within an average timeframe of one (1) to five (5) working days following the day after the order is confirmed by the Buyer.

    For deliveries within the United Kingdom, the delivery time shall be two (2) to five (5) working days for shipments via DHL.

    The recipient can track his/her parcel on the Site in the "Client Area" or on the DHL website by entering the parcel number, which will have been provided via email upon order confirmation.

    The Products ordered by the Buyer will only be delivered within the United Kingdom, to the address indicated on the order form by the Buyer.

    How can I change or add a delivery address?

    Once the order has been shipped, agnès b. cannot change the delivery method. If you wish to change your delivery address, please contact agnès b.'s UK customer service ([email protected]) within two hours of placing your order. After this time, we cannot guarantee that your request will be accepted. You can reach agnès b. UK Customer Service on +44 20 3318 83 37 Monday to Friday from 9am to 6pm, Saturday 9:00am to 4:00pm (GMT)

    How can I track my order?

    When your order is ready, it will be sent to the delivery address you have provided.

    When your order is dispatched, you will receive an email confirming that your order has been sent. The email will include a link to the courier's site so you can track your order's progress. You can access your current or past orders anytime by signing in to your account ("my account") at the top right of the screen. Once you've signed in to your account, click on "my order." This is how you can check on your order status.

    If you can't find the info you're looking for, please contact Customer Service.

    To contact agnès b. Customer Service by e-mail: [email protected]

    How can I create my account on the agnès b. site?

    On the agnès b. home page, click on "my account". You will then be asked to enter personal information, including your email address, billing and delivery details. Be sure to check all information before saving.

    How do I sign in to my account?

    To sign in to your account, click "my account" at the top right of your screen, select "log in," and enter your email and password.

    Forgot your password? Click on "Forgot Password?" under the password field in the sign-in window. A new window will open to help you request a new password once you have entered your email address. You will then receive an email allowing you to set up a new password.

    How do I subscribe to the newsletter?

    You can subscribe to the newsletter to receive updates and special offers directly to your mailbox. To subscribe, click on "Yes, I would like to receive updates from agnès b." and fill in the required fields.

    How do I unsubscribe from the newsletter?

    You can access your subscriptions by logging into your account using the "my account" button at the top right of your screen.

    Once logged in, you can click on "MY SUBSCRIPTIONS" and uncheck the box "I would like to receive news from agnès b.".

    How do I exercise my right to access personal details?

    In accordance with law n78-17 of January 6, 1978 regarding data protection and freedom of information, personal data collected on this site must be declared to the Commission on Information Technology and Liberties or CNIL (Commission Nationale de l’Informatique et des Libertés). Internet users have the right to access, modify, amend and remove any personal data collected on this website. To exercise this right, please contact our Customer Service.

    What are the means and conditions of payment?

    All payments are processed in GBP. Agnès b. reserves the right to refuse any and all orders or deliveries in the event of (a) surpassing the order thresholds indicated herein, (b) ongoing dispute with the Buyer, (c) Buyer's total or partial non-payment of a previous order, (d) credit or bank card company's refusal to authorize payment, (e) non-payment or partial payment. In all these cases, Agnès b. cannot be held liable in any manner.

    Payment can be made by Visa, Mastercard, American Express, PayPal, and Apple Pay (only for iPhone or iPad APP).

    To minimise the possibility of unauthorised access, your credit card details will be encrypted. By clicking "Authorise payment" you are confirming that the credit card is yours or that you are the legitimate holder of the gift card or the credit note. Credit cards are subject to validation checks and authorisation by your card issuer, but if your card issuer fails to authorise payment to us, we will not be liable for any delay or non-delivery and may not be able to form a contract with you.

    Is the payment method secure?

    Your security is our top priority. All transactions are encrypted to protect your data. We consult authorisation servers to verify payment data, which enables us to combat abuse and fraud effectively. SSL encryption technology guarantees the security of the data you enter during the banking transaction. We take additional measures to protect our customers against credit and debit card fraud.

    What is agnes b. return policy?

    If you are not completely satisfied with your purchase, you have 15 days upon

    receipt to return your order.

    HOW DOES THIS WORK?

    Return by mail

    1. Log-in to your account: In ‘my orders ’ , please select the order you wish to return

    and click on ‘return’.

    2. Select the item(s) and the reason for the return.

    3. Print the return form and place it inside the package along with the items you wish

    to return and attach the returns label to the package.

    Arrange the collection with DHL

    There are 2 options:

    1. DHL picks up the package at your address.

    You can contact DHL customer service to confirm the time slot or schedule

    another collection on 08442480844

    2. Drop off your package at a DHL service point.

    Find your nearest service point here: https://locator.dhl.com/

    All postal/ DHL returns will be charged a flat rate fee of £6.00, deductible from the refund, unless the reason for return is an identified manufacturers fault.

    Please note:

    The items you wish to return must be in the same condition in which you received

    them, unworn and in their original packaging, including all swing tags.

    It is not possible to exchange an item: if you require another size, colour or style

    please follow the refund procedure and place a new order .

    Returns are only possible from the country where the items were

    purchased/delivered

    You can track the return in your account, in the “my returns” section.

    To check the delivery status of your return, please use the tracking number provided

    by DHL.

    Once your item has been received and processed in our warehouse, please allow up

    to 10 working days for your refund to be issued.

    Why was my return refused?

    Agnes b reserves the right to refuse returns of any merchandise that does not meet the above return requirements in Agnes b’s sole discretion.

    For any questions or more information go to our Help & Support section at www.agnesb.com/en-uk. This policy is in addition to and does not affect consumers’ rights under any applicable law.

    My item is damaged, what should I do?

    You have 14 days to return faulty items. Once we have confirmed the fault, we will send you a replacement item. Your order will be refunded if the item is no longer in stock. For more information on returning an item, please read on: How do I return an item?

    The item I received is different from the one I ordered. What should I do?

    If your order is incorrect, please contact agnès b. UK Customer Service by phone at +44 20 3318 83 37 from Monday to Friday, 9:00am to 6:00pm and Saturday 9:00am to 4:00pm (GMT), or email [email protected]. We will accommodate return shipping. If the item you ordered is no longer available, your order will be refunded.

    Are delivery costs refunded if I have to return an item?

    We will refund all payments received from you, including the costs of delivery to the original delivery address (although we will not refund any supplementary delivery costs if you chose an enhanced type of delivery rather than our least expensive type of standard delivery), without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment that you used to pay for your order and this will not cause you any extra fees.

    Help! I don't know my size.

    You will find a "size guide" on each product page to help you determine your agnès b. size according to your measurements or international sizes. Once you have determined your size, you can place your order.

    What about care instructions?

    You will find care instructions on each product page under the "care instructions" tab below the product image. If no specific care instructions are provided, this means that the item does not require any special care.

    How do I contact agnès b. customer service?

    To contact agnès b. Customer Service by email: [email protected] 

    How can I find a store?

    To find our stores in the UK and abroad, you can click on "our store" on the top right of your screen.

    How can I keep up with agnès b. news?

    To keep up to date with the world of agnès b., there are several options available to you:

    - Newsletter: receive the latest news and promotions directly by e-mail.

    - Social networks: Facebook: https://www.facebook.com/agnesb.officiel, Pinterest: http://www.pinterest.com/agnesb/, Twitter: https://twitter.com/agnesbofficiel, Instagram: http://instagram.com/agnesb_officiel

    I’d love to work at agnès b., where do I start?

    If you're interested in applying for a job at agnès b., check out agnès b.'s updates on our LinkedIn page here: https://www.linkedin.com/company/agnes-b.

    I’m an independent contractor: how do I contact someone at agnès b.?

    To contact us, we suggest you send an e-mail using the contact form provided and select the reason for contact. 

    Where can I find agnès b. beauty products?

    L'Oréal has closed Le Club des Créateurs de Beauté, which manufactured and distributed agnès b beauty products, which have not been available for sale since the end of June 2014. But "it's only goodbye"! 

    Didn't find the answer to your question?